Digital Support Specialist

Job Purpose:

Ensure the highest standard of customer service is provided to almentor.net customers, provide them with details on courses, technical support, and actively up-sell related courses. 

Act as an educational consultant, understanding learner goals and actively enhance almentor.net revenue earnings by upselling almentor.net related courses.  

Actively be involved in suggesting new ideas and providing recommendations on the improvement of the service provided, thereby increasing revenue and ensuring almentor.net success.

Duties & Responsibilities:

• Handle the day-to-day operations of almentor.net, escalate cases as needed. 
• Deliver the highest level of customer service to almentor.net customers through effective troubleshooting and technical support. 
• Support customers via different channels. 
• Gather customer feedback on a weekly/monthly report. 
• Create & Update Help Center content. 
• Follow up on all pending cases on daily basis ensuring that the best customer experience is provided consistently.  
• Escalating complaints, technical, marketing, sales, and partnership-related cases to concerned departments. 
• Perform any tasks assigned by the Customer Experience Manager.  

• Self-starter with an Entrepreneurial mindset.  
• 1+ years of customer support, help desk, technical support, contact center, or social media support experience. 
• Passion for customer experience and deep interest in the Education industry.
• Problem-solving expertise.  
• Excellent communication skills (verbal, written, and presentation).
• Knowledge of Zendesk, Salesforce, and other CRM tooling is a plus.
• Previous experience in selling e-learning/education courses is a plus.
• Previous experience working in a start-up environment is a plus.

Working hours

9 hours rotational shift-based roster with 2 days off and 1-hour break with – including covering during off days/public holidays as needed and based on the operational requirements.